Help & Support

I paid but my report did not arrive

Reports are generated within 5-10 minutes after payment and sent to the email address on your Stripe receipt.

1. Check your spam or junk folder. Most missing reports are filtered there. Add support@pipexpert.co.uk to your safe senders to be sure.
2. Check the email address on your Stripe receipt. Reports go to that address, not always the one you usually use.
3. Still nothing after 30 minutes? Email us with your Stripe receipt and we will resend or refund.

The report generator showed an error

Occasionally the AI that writes your guidance produces an output we cannot read. If you saw an error like "We had trouble formatting the response":

1. Click the retry button next to the failed activity if one is shown.
2. Try removing one or two less-important conditions and resubmit. Very long condition lists are the most common cause.
3. If it happens twice in a row, email us with your Stripe session ID (found in your receipt URL) and we will regenerate or refund.

I want a refund

Because reports are personalised digital products generated instantly, we generally cannot refund a report that has already been delivered. The exception is technical failure:

• Payment taken but no report delivered - full refund, no questions.
• Report generated but you cannot access it (broken download, lost email) - we will resend, or refund if we cannot resolve it.
• You changed your mind before the report was generated - full refund.

Email us with your Stripe receipt and a short explanation. Refunds are processed by Stripe and usually appear within 5-10 working days.

The PDF will not open or download

Some Android browsers and older devices struggle with PDF download. Try this:

1. Open the email on a desktop or laptop if you have one - PDF support is more reliable.
2. Use Chrome or Safari rather than the in-app browsers inside Facebook, Instagram or Gmail.
3. Long-press the download link on mobile and choose "Save link as".
4. Still stuck? Reply to your delivery email and we will send the report as plain text or copy-paste it directly.

DWP has refused my claim - what now?

You have one calendar month from the date on your decision letter to ask for a Mandatory Reconsideration (MR). After that you can appeal to a tribunal. About two thirds of cases that go to tribunal succeed, so a refusal is not the end.

• Use our free MR letter generator - it builds a letter that responds to specific descriptors.
• Try the free Decision Analyser - paste your award letter and it identifies the scoring errors most likely to win an MR.
• For a full structured MR pack with point-by-point rebuttal and tribunal prep, see the MR Pack (£149.99).
• Free help: Citizens Advice (citizensadvice.org.uk) and your local welfare rights team can both submit MRs on your behalf.

I lost my report

Your report was emailed to you, so it should still be in your inbox. Search for "PIPexpert" and check spam.

Important: we do not keep a copy of generated reports on our side. The email was sent only to you. If you have deleted the email and cannot find it, we can regenerate it for you from your Stripe receipt - email us with the email address you used at checkout.

What happens to my National Insurance Number and other personal details?

If you enter your NI number, name, address or other personal details when generating an MR letter or PIP report, those details are used only to write the letter or report you asked for. They are not stored on our servers after the document is generated, and they are not BCC'd, archived or otherwise copied to our mailbox.

The final document is sent only to the email address you provided. We rely on your email provider (Gmail, Outlook, Apple Mail etc.) to keep that email private to you.

If you would prefer not to email the document at all, you can copy or download it directly from the page without ever sending it to us.

I want my data deleted (UK GDPR)

You have the right to ask us to delete your personal data at any time. The input you entered (conditions, description, NI number) is not stored on our application servers after the report is generated, so there is nothing to delete on that side.

What we still hold is: your Stripe payment record (kept for 7 years for UK financial regulations - we cannot delete this) and any support emails you have sent us (held in Zoho Mail until you ask us to delete them). To delete the support correspondence, email us from the same address. We will confirm deletion within one calendar month.

If you are unhappy with how we handle your request you can complain to the ICO at ico.org.uk/make-a-complaint.

The website is broken or behaving strangely

Sorry. Try these in order:

1. Hard refresh - Ctrl+F5 on Windows, Cmd+Shift+R on Mac.
2. Open in a private window to bypass any cached version.
3. Try a different browser. We test Chrome, Safari, Firefox and Edge.
4. Still broken? Email us a screenshot, the page URL, your browser and device. We will fix the bug and let you know when it is live.